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different display based on the type of customer

Consulente Atlassian

I want to know if it is possible in jira service desk to hide / view the types of requests (issue) based on the customer who is accessing the support portal. For example, I would like the item highlighted in red frame to be displayed only by "red" customers and not by "blue" customers

Accepted answers

Jack Brickey

what you might consider is to create different projects 'red' and 'blue' with the appropriate request types and then allow access to the project based upon customer.

All comments

Jack Brickey

what you might consider is to create different projects 'red' and 'blue' with the appropriate request types and then allow access to the project based upon customer.

Consulente Atlassian

I thank you for your answer first of all. Yes, this your proposal is the one that immediately came to my mind. If you tell me it's the right way, I adopt this solution. since I have a single agent team that answers all support requests, then what do you suggest me to do? use dashboard filters to gather the type of request coming from each "red" or "blue" project, and so on? I know very well, of course, that the ideal is to create groups of Agents who expressly deal with a certain customer or in any case of a certain type of support requests. But for now I have a small team of staff and I can not divide it.

Jack Brickey

It is the only solution that comes to mind for me. Now with a single agent it would be much better to have a single queue to manage rather than having to jump between projects. I would recommend creating a Kanban board for the agent to use for this purpose, combining all projects. As I type, I seem to recall reading of a solution that allows merging issues from multiple projects into one queue but unsure about whether that was an addon or a new/future native feature. You may wish to research that in the community.

Susan Hauth _Jira Queen_

Hi,

We use the app "Extension for jira service desk" that allows you to set up visibility of request types based on user groups.

Susan

Consulente Atlassian

I thank you Susan, now I have made a decision on the answer to jack but your plugin is very interesting I'll try it anyway.

Jack Brickey

actually I like Susan's answer but it does involve an addon. I'm intrigued and may have a look at the addon myself. :-)

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